Have you ever rushed through a Root Cause Analysis (RCA) and think you found the root cause, only to have it proven false? I have. It’s not a good feeling. But good things can come from it: lessons learned.

In a past RCA, I learned a valuable lesson about assumptions. A customer flagged a product malfunction. I thought it was an easy fix. I examined the part, concluded that it was the result of a dull cutting die, and had manufacturing order new dies. I received new samples, but the problem persisted.

Then, I had an accidental breakthrough: I compared the “faulty” part with the first article. They looked identical but functioned differently. On a whim, I tried fitting them together. It worked perfectly. I’d been focusing on the wrong component entirely. 🤦‍♂️

Further investigation showed that a sneaky supplier changed raw materials without our knowledge.

Here’s what I learned:

Don’t take assumptions at face value: While customers provide valuable insights, they might not have the full picture. Investigate the entire product’s functionality.

Consult the experts: Design engineers are most familiar with the product. Utilize their knowledge to understand root causes.

Document lessons learned: By documenting past cases, we can all learn and avoid similar pitfalls.

What are your experiences with root cause analysis and lessons learned? Please share your stories in the comments.